Cu 1: Khi lm th tc check-in ti sn bay,khch pht hin b qun hnh l ti khch sn.

Gi tr li: Trong trng hp ny, hng dn nn in thoi v khch sn nh kim tra li hnh l ca khch. Nu tm ra hnh l v cn kp gi th nh nhn vin khch sn, hoc nhn vin cng ty du lch, chuyn hnh l ra sn bay. Nu tr gi th phi xin a ch c th ca khch hoc im khch sp n, gi hnh l n sau. ng thi bo nhn vin khch sn gi h nhng hnh l ny. Hng dn vin cng cn phi qui nh r vi khch v trch nhim thanh ton nhng chi ph pht sinh nh chi ph vn chuyn hnh l ra sn bay, chi ph gi hnh l cho khch Cu 2: Hng dn vin a on khch v khch sn t theo ng hp ng nhng khch khng chu v yu cu i khch sn vi l do khch tr tin rt nhiu. Anh (ch ) x l tnh hung ny nh th no? Gi tr li: Bnh tnh gii thch vi khch v hp ng k gia hai cng ty/ thuyt phc khch li khch sn bng cch gii thiu v cc dch v v nhng u im trong khch sn. Bo v cty c hng gii quyt, nu khch vn quyt tm vi yu cu i khch sn. Cu 3: on khch ca anh ch gm nhng i v chng tr ang trong thi k "tun trng mt thc hin chng trnh tham quan Lt. Mt cp trong on lun tr gi. Hng dn vin lm g c th hi lng tt c mi ngi? Gi tr li : - Tham kho kin ca mi cp, tho lun cng khai trong c on, thng nht gi gic tham quan. - Trao i nghim tc nhng chn tnh, thng cm vi i v chng i tr khch cng ha ng vi c on.

Cu 4: Hng dn vin a on ra sn bay v nc, nhng b qun khng mang theo v my bay ca khch. Gii p : Gp trng hp ny hng dn vin phi bnh tnh. Trc tin, gi in thoi v cng ty nh ngi h tr (mang v my bay ra nu cn kp gi). Tip , phi lm vic trc tip vi b phn hng khng ti sn bay c hng gii quyt. Cung cp cho hng khng thng tin v chuyn bay, gi bay, danh sch khch bay i chiu tn khch trn my tnh ca Hng khng, v chu tin pht lm li cc v my bay ti quy Hng khng. Lu : vic a hoc tin khch ra sn bay an ton, trc khi xe xut pht, hng dn vin nn kim tra v my bay v nhc nh khch v cc giy t cn thit khc lm th tc sn bay (nht l i vi khch ni a t i my bay). Nn n sm trc khi my bay ct cnh hai gi c thi gian gii quyt cc trc trc trong th tc Hng khng.

Cu 5: Trn ng hnh trnh du lch th b hng xe dc ng, hy thc hin cng vic ca 1 hng dn vin trong trng hp ny. Xe hng dc ng, y l tnh hung rt thng xy ra. gii quyt tnh hung ny, HDV phi xc nh mc hng ca xe (hi ti x). Nu ti x v ph x c th sa cha nhanh chng, vy th HDV ch vic trn an khch hng, cng tr chuyn cho qua thi gian hoc yu cu khch hng xung xe, ngh ngi ch i ti ch hoc mt qun nc no gn . Trng hp xe khng th sa cha c, u tin cng l trn an khch hng, gi v iu hnh cng ty, nhanh chng tm xe khc gn nht thay th.